Overview:
The Support Quality Representative is responsible for performing quality control checks on our Contact Center representatives which include inbound and outbound Customer Service as well as inbound Technical Support; and coaching those representatives to help drive a seamless and world-class customer experience.
Key Responsibilities:
- Audit service and support telephone calls
- Coach customer service representatives on call handling
- Audit service and support tickets within the ticketing system
- Work with Quality Manager to collate and analyze call and ticket data
- Help track key quality metrics for the team
- Enforce adherence to process and scripts
- Advocate for a seamless customer experience through their support journey
Education & Experience:
- Associates degree or 2-5 years relevant experience
- Insurance and/or payments experience preferred
- Previous customer service experience preferred